Refund Policy
We want you to be confident before you pay. This page explains how refund requests for Sphere IPTV plans are handled. It forms part of our terms of service.
Before you buy
If you are unsure whether the service will work on your device or connection, ask about a trial or start with the 1 Month plan. Check your device on the supported devices page — for example, Roku devices cannot run IPTV player apps directly.
If the service does not work for you
Contact us on WhatsApp as soon as possible after activation, describing the problem, the device and the app you are using. Most issues are caused by device or app settings, and we will first try to help you resolve them.
How refund requests are assessed
If we cannot resolve a problem that prevents you from using the service, you can request a refund. We consider:
- How soon after activation the problem was reported
- Whether the problem is with the service or with equipment, apps or internet connections outside our control
- How much of the plan has been used
Where a refund is agreed, it may be full or partial and is returned through the original payment method where possible.
What is not covered
- Fees paid to third-party app developers (for example, player app activation or premium upgrades)
- Devices that are not supported, such as trying to install a player on Roku
- Problems caused by your internet connection or home network
- Lines suspended because of misuse, such as sharing login details publicly
- Change of mind after a plan has been substantially used
How to request a refund
Message us through our contact page with your username, order date and a short description of the issue.
Your legal rights
This policy does not affect any rights you have under consumer law where you live.